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- Transactions at Counter Services - Preliminary Market Engagement Notice
Transactions at Counter Services - Preliminary Market Engagement Notice
AI Summary
The Driver and Vehicle Licensing Agency is seeking to re‑procure the supply of in‑person counter services that will allow its customers to conduct a full range of DVLA transactions face‑to‑face across the United Kingdom, including England, Wales, Scotland and Northern Ireland. The contract will provide widespread coverage with extended opening hours to accommodate a wide diversity of users who need or prefer a physical channel for vehicle taxation and other vehicle‑related services.
Suppliers will be required to enable customers to complete a variety of transactions—including vehicle tax payments—by presenting physical documentation for identity verification, accessing DVLA application forms, and accepting multiple payment methods. They will also handle transactional and payment reconciliation, routinely produce detailed financial and operational reports, securely exchange data with DVLA systems to support these transactions, and return completed customer documents to the agency. The contract may involve multiple third‑party providers and is anticipated to run for up to seven years, with potential extensions, although final service specifications and timing remain subject to final negotiation.
All suppliers shall employ secure data exchange protocols in accordance with DVLA data protection standards.
Description
DVLA maintains the records of over 50 million drivers and about 47 million vehicles in the UK. We collect an estimated £8 billion a year in vehicle tax and process over 77 million transactions a year. Most transactions are digital, but we also offer an in-person channel for our customers who want or need it.
DVLA plans to re-procure the supply of in-person services to DVLA's customers on our behalf, which would include the ability for DVLA customers to transact in-person, with widespread coverage across England, Wales, Scotland & Northern Ireland and with wide-ranging opening hours to cater for a diverse range of customers.
The services could involve one or more third party suppliers being able to:
• Enable customers to carry out, in-person, a variety of DVLA transactions (including vehicle tax).
• Enable access to DVLA application forms.
• Accept a variety of payment methods.
• Complete transactional & payment reconciliation, and report routinely on transactional and financial data.
• Verify customer identity, including physical documentation checking.
• Exchange data securely with DVLA's systems to support customer transactions.
• Return customer documents to DVLA.
Contract value estimates are based on an assumed contract duration of up to seven years (potentially 5 years followed by two optional 1-year extensions).
However please note that the scope and contract duration are still being considered, so the service requirements, dates, and estimated values stated in this notice are provisional and subject to change.
Contract location: UK
Engagement process description
Further to our previous rounds of Preliminary Market Engagement for this contracting opportunity, DVLA would like to invite potential suppliers to take part in a further round in Autumn 2026, to further inform the design and development of the procurement strategy and requirements.
This round will involve:
- An online webinar (using MS Teams) on 14 October 2026 at 10:00, which will recap DVLA’s potential requirements and explain aspects of requirements which have developed further since the previous market engagement activities;
- 1-2-1 appointments on 22 October 2026, to discuss any questions; and
- A follow-up Survey, to gauge market views on a range of specific topics relevant to DVLA’s requirements.
To register your interest to attend the webinar, please email TransactionsAtCounterServices@DVLA.gov.uk by 12 October 2026. Please include the following details:
• Organisation name
• Organisation address
• A lead contact name and phone number
• Full name of each attendee (maximum 3 per organisation)
• Email address of each attendee
For details of DVLA’s previous Market Engagement activities for this opportunity, click the “related notices” link.
Please note that all dates and values stated in this notice are provisional and are subject to change whilst requirements remain in development.
Lot: 1
This contract is subject to renewal: Yes
Languages in which tenders or requests to participate may be submitted: En